General
Position Information

Reports directly to (Title):

Assistant
Manager - Customer Support Operations (CSO)

Matrix reports to (Title):

As applicable based on functional
alignment

Position
Summary:

We are
seeking an experienced IT Service Desk Agent with 4+ years of hands-on IT
support experience to provide Level 1/Level 2 technical support through chat
and self-service ticket channels. The ideal candidate has excellent
communication skills, a logical approach to troubleshooting, and a strong
customer service mindset. This role requires the ability to efficiently
resolve a wide range of end-user IT issues while working in a quick-paced,
24/7 support environment.

Responsibilities:

Customer Support & Communication

· Deliver
professional, customer-focused support and communicate technical instructions
clearly to both technical and non-technical users.

· Assess
and triage support requests based on user role, department, business impact,
urgency, and established support priorities.

· Adapt
communication and troubleshooting approach based on the user’s technical




proficiency and business needs.

· Maintain
ownership of the customer experience through clear updates, expectation
setting, and timely follow-up.

Technical Support & Troubleshooting

· Provide
technical support through chat, self-service, and remote support channels,
with a strong focus on first-contact resolution.

· Diagnose
and resolve end-user hardware, software, access, and connectivity issues
across Windows laptops, desktops, peripherals, and mobile devices.

· Use
available administrative and support tools to validate account status, access
rights, group membership, permissions, licensing, and authentication issues.

· Troubleshoot
issues related to Citrix, VPN, printers, Microsoft Windows and Office,
network connectivity, password resets, account access, and remote support
tools.

Incident & Request Management

· Manage
incidents and service requests in accordance with defined SLAs, prioriti

📌 Analyst II (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad